App not showing bills?

[Carolwords2win]

I have the  same issue. I cannot access/manage my mobile bills through the app or the website. I can manage broadband fine. The issue has been going on since at least November (that is when I noticed it) and I have had to get my bills sent hardcopy in the post. This is no way to manage a mobile phone account. 

I have spoken to EE on several occasions, only to be told 'it's a known issue, affecting some customers. We have sent the issue to operations for resolution. We can't tell you when it is resolved, just keep trying the website.

The message I get is 'Application Error: Client side error. See browser information', which is meaningless to me. 

I have asked EE technical support to escalate and was simply told 'My manager says the same thing as I said. You just have to wait'.

Does anyone have any ideas on how to escalate this and get it resolved?

[JHHgod]

Not going to be much help but I just posted this under Contracts and Billing since one size does not fit all as usual.   "Broadband billing in app.  Fails.  The online instructions are clear enough to obtain a copy but then the app tells me 'we can't load your data'.  So a classic case of left and right hands.  I have been with EE for a number of years and so there really should be no issues with BT legacy (I am just speculating here ...).  No email point for customer services - you have to write by post or call when they are open.  I will try and call just because I have nothing else to do this morning and will add another post if they have anything useful to say about this issue."

Having read your sorry tale I will certainly try them this morning as see whether the story I get is the same.

ATB

[JHHgod]

Well, my issue at least has been solved.  Very helpful chap from Falkirk.  There were two broadband accounts against my name.  One was dormant but still showing as active and, since you can only have one active account it prevented my broadband billing data from being uploaded in the app.  He spoke to the back room guys who changed the dormant account to inactive and bills immediately showed in app.  The problem with the dormant/inactive account was that there was an old wi-fi extender still showing against it. 

Apparently there has been some kind of internal push to deal with this issue and the problems are diminishing as a result.  Fingers crossed for all.

[Peter_W]

Thanks for taking the time to share your experience here, @JHHgod 

Quite often account issues like this are exactly as you have described - old products / accounts linked in the background, or slight mismatches of information between profiles causing confusion in the system.

Sometimes this can take a bit of investigation to get to the bottom of, but we'll always do our best to get things sorted out.

Thanks again,

Peter